Technical Writer

The client is seeking a skilled and detail-oriented Technical Writer for a 6-month contract to support documentation efforts related to the implementation of a new IT service desk tool and the adoption of Information Technology Service Management (ITSM) practices. This role will collaborate with technical staff, service management leads, and training teams to create clear, concise, and user-focused documentation and training materials. 

Responsibilities:

• Collaborate with ITSM process owners (e.g., Incident, Request, Problem, Change, Asset, and Configuration Management) to document workflows and process maps.
• Translate complex technical concepts and processes into easily understandable content for end users, technical teams, and support staff.
• Develop and maintain high-quality documentation related to the implementation of a new IT service desk tool, including:
• Standard Operating Procedures (SOPs)
• Knowledge base articles
• User guides
• Administrator documentation
• Training manuals
• Create and edit training content (e.g., step-by-step guides, video scripts, quick reference materials) tailored to different user roles.
• Support the development of onboarding materials for internal IT staff related to the new service desk system.
• Ensure documentation aligns with ITIL-based service management practices and internal standards.
• Work with subject matter experts (SMEs) to gather source material and validate content accuracy.
• Assist in the planning and delivery of end-user training sessions, as needed.
• Analyze technical document needs
• Create and edit documents using software such as Arbortext, Adobe Acrobat, Microsoft Word, and Microsoft Excel
• Communicate document availability to staff, solicit feedback, and encourage utilization
• Maintain documents on internet, intranet, and external websites, etc.

Required skills:

• Bachelor’s degree and 2 years of experience
• Two plus years’ experience in technical writing, preferably in an IT environment

DESIRED SPECIFICATIONS: Not required, but desire experience in these specifications for this position:

• Strong understanding of ITIL or IT Service Management frameworks
• Experience documenting software tools and business processes
• Proficiency with documentation and content development tools, i.e. – Microsoft Word, Visio, PowerPoint, Confluence, SharePoint, etc.
• Communicate complex technical information clearly and concisely to diverse audiences through well-structured documentation, ensuring accuracy, usability, and consistency across all formats
• Ability to work independently and manage multiple priorities in a fast-paced environment.